Senior Manager, Customer Experience

Goody; New York (NY); Remote; USD 115,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior Manager for Customer Experience to lead and innovate in both eCommerce and SaaS support. This role is pivotal in enhancing customer interactions through data-driven insights and direct engagement. You will oversee a diverse team, ensuring high standards while implementing scalable solutions. The position offers the flexibility of a fully remote work environment, coupled with comprehensive benefits and a competitive salary. If you are passionate about creating exceptional customer experiences and thrive in a dynamic setting, this opportunity is perfect for you.

Benefits

Comprehensive medical benefits

Dental and vision insurance

Paid time off

Paid family leave

Stipends

Gifts

Opportunities for in-person meetups

Qualifications

• 5+ years in customer experience leadership, preferably in SaaS or e-commerce.
• Experience with CRM platforms and automation tools.

Responsibilities

• Analyze data and trends to develop actionable insights for improving CX.
• Manage and coach CX professionals, ensuring alignment with company values.

Skills

Customer Experience Leadership

Data Analysis

CX Technologies

Exceptional Communication

Team Management

Emotional Intelligence

Tools

Intercom

Kustomer

Job description

As a customer-centric company, delivering an experience that fosters customer trust, sparks joy, and drives connection and community is key to Goody's mission. The Senior Manager, Customer Experience, owns the customer experience function across all inbound support channels, including agents and AI implementations, and is energized by working directly with customers daily. This role ensures that all customer interactions—via email, live chat, and support-based video calls—are seamless and high-quality. You will drive CX strategy, leverage analytics to improve customer interactions, and optimize support operations. As a player-coach, you will actively support live chat and email channels, gaining firsthand insights into customer needs.

What makes the Customer Experience Team at Goody special:

Goody's customer experience is unique because it encompasses two distinct workflows: Marketplace eCommerce CX and SaaS Support CX.

• Marketplace eCommerce CX: Focuses on assisting customers with gift orders, tracking, delivery issues, returns, refunds, and product inquiries.
• SaaS Support CX: Supports B2B clients using Goody's software platform, including troubleshooting, account support, software plan management, and technical assistance.

These workflows require different strategies, tools, and training to ensure a seamless experience. This role requires a leader who can navigate and unify both areas while creating consistency, maintaining high standards, and implementing scalable solutions.

Roles and Responsibilities:

• Customer Insights & Analytics: Analyze data, feedback, and trends to develop actionable insights for improving CX.
• Reporting & Performance Tracking: Create dashboards and mechanisms to monitor key metrics like CSAT and NPS.
• Direct Customer Support: Engage directly with live chat and email channels, providing leadership and insights.
• Process Improvement: Identify inefficiencies and implement automation, AI, or workflow enhancements.
• Team Leadership: Manage and coach CX professionals, ensuring alignment with company values.
• Training & Systems: Develop training programs to enhance team skills and consistency.
• Content Development: Create macros, help articles, and communications to support self-service and efficiency.
• Customer Feedback Management: Establish processes to capture and act on feedback for continuous improvement.

Requirements:

• 5+ years in CX or customer support leadership, preferably in SaaS or e-commerce.
• 3+ years managing large teams of hourly support agents.
• Experience with CX technologies, CRM platforms (e.g., Intercom, Kustomer), and automation tools.
• Ability to develop and execute CX strategies based on insights and metrics.
• Exceptional communication skills with a consistent brand voice.
• Experience working with agency teams or BPOs.
• Proven capability to manage seasonal volume surges.
• Strong leadership in fast-paced environments.
• High emotional intelligence and empathy.
• Experience in early-stage startups is a plus.
• Interest in Goody's mission to spread joy and facilitate gifting.
• Availability to overlap at least 6 hours with East Coast hours.

Benefits:

• Fully remote with opportunities for in-person meetups, open to US and Canada residents.
• Base salary of $115K-120K.
• Comprehensive benefits including medical, dental, vision, PTO, paid family leave, stipends, and gifts.